Auto hyperlink on tickets

When typing in a link to something on a ticket, it will automatically make it a hyperlink. This functionality is very helpful when you are linking to a website, however a number of my agents are getting annoyed with it, as frequently we need to tell customers to edit certain files (ex. users.properties). This also becomes a hyperlink, unnecessarily.

Is there a way to disable the auto-hyperlink feature on tickets, so a user would have to select the text and use ctrl-k to create the link?

15 Comments

The only way to disable the auto-linking function would be to disable rich text formatting completely, which I imagine you wouldn't want to do.

What your agents can do, when something gets linked that they don't want to be, is remove the link with just a couple clicks.

If the agent clicks on the linked text, a little light box will pop up with a pencil icon and a trash can icon. If they click the trash can icon, the link will be removed and the text will display normally:

I did a little bit of extra testing and was also able to discover that this will work when you're creating/editing macros. So if your agents apply macros that have text that shouldn't be hyperlinked, you can edit those macros to remove the link in the same way as described above, and when the macro is applied the text will not be linked.

I have the same feature request. While you can click on the little trash can to remove the link, it will just keep coming back. It is a real nuisance. I removed the link three times while typing a response to a customer, made sure it was not blue when I clicked send, and it still hyperlinked!

@Jessie, this is definitely still happening and is not limited to agent replies; for example, if a customer types in # immediately next to a number when communicating within a ticket, Zendesk will autolink the string (e.g. #000). Is there a solution to stop this from happening? This leads to broken links that is not the intended user experience when there shouldn't be a link to a ticket. Thank you!

A little late to the party, but we're immediately finding this within our processes which often include having agents provide things like order numbers in the format "order #1234". Customers also frequently write in with this information. In these cases we end up with links littered throughout the tickets that appear to be functional and intended, but when clicked they end up taking end-users and agents to tickets or error pages.

This is also impacting us. We have some clients who want to track work on development tickets for them and ask us to provide them with the Jira ticket numbers, so we'd like to phrase that "ticket #1234" but it's not clear to our agents until the ticket is submitted that the hyperlink's been created. At that point our clients click the link thinking they can go there to access their ticket, and they get an error message.

Is there any possibility to deactivate any hyperlink that comes from End-users?

The goal here is to avoid that an URL from a customer to be cliecked by mistake by the agent that is working on that specific ticket.

If there is a solution, this will be the same for the agents? I don't wish to be applied in the other way around because agents should have the possibility to send an url that has the hyperlink activated.

There's nothing native to Support that would automatically break all links on inbound messages. You might be able to apply some kind of hack to accomplish that, but it's not something we can offer from the Zendesk side.

It would be great to have the ability to customize this behavior or to turn it off completely. In our case, there are many file extensions that are discussed on tickets that falsely trigger the hyperlinking. I've love to see a blacklist of TLD that do not trigger the hyperlinking or perhaps the ability to require a http/https prefix before automatically creating the hyperlink.

As a new Zendesk customer, it's negatively impacting our agents adoption of the new system.